Senior UX Researcher - Financial Services

  • San Francisco, CA, United States
  • Full-time

Company Description

It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic app, bringing a better way to send, spend, invest, borrow and save to our millions of monthly active users. With a mission to redefine the world's relationship with money by making it more relatable, instantly available and universally accessible, at Cash App you'll have the opportunity to make a real-world impact with your career.

Today, Cash App has thousands of employees around the world with a culture geared toward creativity, collaboration and impact. We’ve been a distributed team since day one, and continue to value working across time zones and continents both remotely and in our Cash App offices.

Our offices are great, but many of our roles can be done remotely from the countries where Block operates. We tailor our experience to champion our employees’ creativity and productivity wherever they are.

Check out our locations, benefits and more at cash.app/careers.

Job Description

At Cash App, UX Researchers work closely with cross-functional partners to build world-class, end-to-end features that solve many of the world’s most important and interesting financial problems for millions of customers. We employ a variety of qualitative and quantitative methods to accomplish our goals, including surveys, focus groups, field studies, usability tests, and 1:1 interviews. The UX Research team is at the frontier of shaping new and innovative solutions across categories like personal finance, commerce, crypto, community and culture.

Cash App’s Financial Services team is building the dominant global bank by making banking services relatable, instant, and accessible for everybody. With a wide range of offerings from investing to filing taxes, this team is focused on creating a full service bank and innovating on existing paradigms. 

In this role, you will conduct generative and evaluative research that help product teams build the right experiences such that users unlock the full potential of their finances. Your research work will be a central driver in developing experiences that enable people to understand financial data such as investing portfolios and money management.

In this role, you will:

  • Build the foundation of Cash App research for Financial Services products into the Cash App ecosystem
  • Define and inform the product roadmap through insights from generative and evaluative research, ensuring that the development and growth of Cash App is customer-inspired
  • Lead qualitative and quantitative research throughout the product development cycle that deepens our understanding of the Cash App customer focused on uncovering motivations, needs, and notable behavioral and psychographic characteristics
  • Collect and analyze user behavior through mixed methods research including in depth interviews, ethnographic research, contextual inquiry, card sorting, surveys, usability studies, and other relevant research methodologies
  • ​​​​​​​Evaluate product design (in market and new concepts) in order to better serve the Cash App customer through a strong focus on user experience, as well as identifying growth opportunities
  • Develop and share expertise related to how people create, share, manage, and utilize data visualizations and dashboards within financial services. 
  • Effectively communicate research insights and findings to internal teams, leading with data-driven analysis and business relevant synthesis, via research reports and presentations
  • Collaborate with teammates in Design, Product Management, Growth, Marketing and Engineering to build in research at appropriate times through the product development or go-to-market cycle
  • Advocate customer needs through storytelling, including writing, visual, and verbal communication that helps other teams build empathy for our customers

Qualifications

  • You are a self-starter with the ability to plan, conduct and report on research work throughout the product development process autonomously. You’re excited about working in a fast-paced, dynamic startup environment.
  • At least 7+ years of industry experience. This might include design research, UX research, market research, and others.  
  • Masterful expertise with a wide range of qualitative research methodologies such as one-on-one interviews, diary studies, ethnographic field research, usability testing (lab and remote), heuristic evaluations, card sorting.  
  • Experience and comfort with quantitative research methodologies, including surveys / survey design, experiments, data collection and analysis. 
  • Demonstrated experience planning and executing UX research studies independently across the whole product development cycle.
  • Experience managing 3rd party vendors and agencies for recruiting, moderation, or end to end research support, when required.
  • Strong critical thinking, analytical, and problem-solving skills.
  • Experience working in highly collaborative multidisciplinary teams.
  • Excellent verbal and written communication skills.

Additional Information

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, veteran status, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. 

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page

Additionally, we consider qualified applicants with criminal histories for employment on our team, assessing candidates in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.

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